How it works
Closed-loop feedback assigns ownership and follows up with the customer after an issue, rather than merely logging the response. Surveys help measure customer perceptions at particular points in a service journey. Results reflect the people who responded, not automatically the entire customer base.
Business example
After a negative rating, a manager contacts the customer and follows up on corrective actions.
What to consider
Agree on question wording, survey timing and sampling. Avoid treating small or biased response groups as representative of all customers.